PERSONAL LINES AGENCY HANDBOOK

Transcription

1 PERSONAL LINES AGENCY HANDBOOK This document provides an overview of coverages and services. Coverages may differ by state. All coverages are individually underwritten. For a complete description of coverage terms and conditions, refer to the insurance policy. In the event of a loss, the terms of the policy issued will determine the coverage provided. All coverages described in this document are offered by one or more of the property and casualty affiliates of Hartford Fire Insurance Company. Possession of these materials by a licensed insurance producer does not mean that such producer is an authorized agent of The Hartford. To ascertain such information please contact your state's Department of Insurance or The Hartford at All information and representations herein are as of June (Open Road) Printed in U.S.A. June 2009 The Hartford Financial Services Group, Inc., Hartford, CT All Rights Reserved

2 THANK YOU FOR CHOOSING THE HARTFORD We value your business and the trust you ve placed in The Hartford as your carrier of choice for personal insurance. We've developed this Agency Handbook to introduce you to the people, products, technology and service that have made The Hartford an industry leader. With 200 years of industry experience, The Hartford knows that, in the marketplace, service ultimately wins and keeps your customers. You provide your customers with more than car and home insurance. You help them keep their lives uninterrupted, so they can pursue their dreams and goals. That s why we are continually evaluating and improving our products, pricing and service to make it easy to do business. You can rest assured that The Hartford is right behind you and your customers providing the protection that will keep them moving forward. OUR PROMISE TO YOU AND YOUR CUSTOMERS From our business leaders to our service centers and claim experts, we're single-mindedly focused on providing you and your customers with the best service possible every time. Powerful Products The Hartford provides a wide range of auto and homeowners insurance products designed to serve the needs of all your customers with one-stopshopping convenience. So you and your customers can focus on what really matters. Our financial strength allows us to significantly invest in product development and technology advancements designed to benefit your customers and help you grow your business. We offer: Protection for standard automobile, motor home, homeowners, condo, renters and home-based business The Hartford Auto and Homeowners Plans that offer more competitive prices and customizable protection, allowing you to match coverage to your customers needs Unique endorsements that make our products easy to sell Built-in extras to help differentiate your agency Time-saving, Easy-to-Use Technology We ve designed technology tools that save time and deliver real value for you and your customers, like our: Electronic Business Center (EBC) connects you to information you need when you need it QTI our fast and easy-to-use online quoting and submission tool CONTENTS Automobile Policy Info Homeowners Product Info Claims Billing Technology Marketing Contacts...17 ExpressWay allows you to automatically transfer customer data from your agency management system or comparative rater to The Hartford providing you with accurate, real-time auto and homeowners rates without leaving your own system Policy Change Center your solution for faster and easier policy service get real-time auto changes and ID Cards Claim Service Technology Innovations enables you to provide outstanding customer service The Hartford offers you choices to help you do business in the way that works best for you. With The Hartford behind you, you re going places. 1

3 THE HARTFORD S AUTO PACKAGES Open Road Advantage for Auto Is All About Customized, Tailored Pricing Our simplified Open Road Advantage Auto insurance plans offer two levels of coverage that cover virtually all drivers insured today, while offering features they can t get anywhere else at competitive prices.* Quick Quote coverage limits are pre-filled in QTI to save you time and can be changed at any time. INNOVATIVE POLICY PACKAGES ADVANTAGE Customers who seek state-of-the-industry coverage at a great value will find our Advantage package a perfect fit. ADVANTAGE PLUS For customers wanting maximum protection, Advantage Plus provides the features of our Advantage package, as well as Emergency Expense coverage, a Disappearing Deductible, and First Accident Forgiveness. 2 OPTION FEATURES 6-Month or 12-Month Term Available When Sold with Homeowners Auto & Home Account Policy Savings Home Ownership Credit Full Range of Deductible Options Full Range of Coverage Limits Full Range of Payment Plans 6-Point Claim Guarantee 24/7 Countrywide Claim Service First Hartford Not-At-Fault Accident Forgiveness Rescue Roadside Assistance Legal Representation for Accidents Customer Repair Service Program (CRSP) w/life of Vehicle Guarantee Full Value Replacement Cost Coverage RecoverCare to help cover expenses such as lawn care and housekeeping No-Drop Promise/Lifetime Continuation Agreement Includes all the benefits of our Advantage package, plus: 6-Month or 12-Month Term Disappearing Collision Deductible with Each Renewal $100 Collision Deductible Waiver when CRSP Shop Used for Repair Deductible Waiver for Not-At-Fault Accident First Accident Forgiveness Emergency Expense Coverage * All coverage package selections and features may not be applicable in all states. Auto Insurance Product Information COVERAGE & SERVICE FEATURES* ADVANTAGE ADVANTAGE PLUS Auto & Home Account Policy Savings Yes Yes 24/7 Claim Reporting Service Yes Yes Countrywide Claim Service Yes Yes First Hartford Not-At-Fault Accident Forgiveness Yes Yes 24-Hour Roadside Assistance Yes Yes Legal Representation for Accidents Yes Yes No Deductible Windshield Repair Service Yes Yes Home Ownership Credit Yes Yes Full Range of Deductible Options Yes Yes Full Range of Coverage Limits Yes Yes RecoverCare Essential Services Yes Yes Customer Repair Service Program Yes Yes w/life of Vehicle Guarantee Paid in Full or Monthly EFT Yes Yes Full Value Replacement Cost Coverage Yes Yes No-Drop Promise/Lifetime Continuation Agreement** Yes Yes Annual Policy Term Yes w/home Policy Yes $100 Collision Deductible Waiver w/crsp Yes Deductible Waiver for Not-At-Fault Accident Yes Disappearing Collision Deductible Yes Accident Forgiveness Yes Emergency Expense Coverage Yes * All coverage package selections and features may not be applicable in all states. **The only differences in coverage for AARP members v. non-members are as follows: Term: AARP members receive a 12-month term only; non-members have a 12-month term option w/home Policy Account. Note: The Home Policy Account is not required for the 12-month term option for non-members in the Advantage Plus package. Lifetime Continuation v. No-Drop: AARP members receive Lifetime Continuation Agreement; non-members receive No-Drop Promise. 3

4 THE HARTFORD S HOMEOWNERS PORTFOLIO The Hartford offers many benefits and discounts that give your customers more for their insurance dollar and a higher level of security.* Pre-Packaged Protection (Best Deal) Sentinel. For just $25, your customers can get added peace of mind for certain coverages not included in the basic policy, such as reimbursement for replacing locks if your customers keys are stolen, and for contents in the refrigerator or freezer that are spoiled by a covered power outage. See the comparison chart for HO-3 policies. TOP SELLER Sentinel Silver. You can give your customers all the coverages available in Sentinel with higher limits for jewelry, watches and furs, lock replacement and refrigerated products. The Sentinel Silver package also provides replacement cost coverage for contents and land restoration/stability protection. See the comparison chart for HO-3 policies. Sentinel Gold. Available with the Homeowners 5 (HO-5) policy, the Sentinel Gold endorsement covers the contents of your customers home against any risk (except those specifically excluded), and we ll repair or replace stolen or damaged contents, regardless of depreciation. Sentinel Gold also increases the limits of protection on some of your customers most valuable possessions. See the comparison chart for HO-5 policies. MOST COMPREHENSIVE Sentinel Platinum. For those who have even more to protect, Sentinel Platinum offers the highest level of security, including identity fraud expense coverage. See the comparison chart for HO-5 policies. Computer Coverage. You can provide coverage for computer hardware, software and data for just pennies a day. Water Backup and Sump Overflow. For an additional premium, your customers can receive property protection for water backup or sump pump overflow. The basic coverage amount is $5000 and additional limits may be available. See the Rates and Rules Manuals located in the Underwriting Reference section in the Resources tab on the EBC for state-specific information. Private Golf Cart Protection. Since the standard homeowners policy doesn t cover damage to golf carts, we provide Physical Damage coverage for a golf cart of up to $7500 with a $250 deductible for only $38. And liability coverage is provided for golf carts on a golf course or in a private residential community. Premium Credits For Your Policyholders Account Credit. Your customers can save up to 20% on their homeowners premium and an additional 10% on auto insurance for insuring both through The Hartford. Limited Access Credit. Savings of up to 10% are available for your customers who reside in an apartment or condominium that is protected 24 hours a day and monitored by a uniformed guard(s). Protective Devices Credit. By upgrading home security, your customers will save up to 20% for a combination of burglar alarms and a sprinkler system. Even dead-bolt locks and smoke detectors can save your customers up to 2%. Mature Homeowner Savings. Discounted rates are available for your mature homeowner customers, regardless of employment status. Optional Coverages Scheduled Personal Property with Agreed Value. Your customers can get 100% of the insured value for scheduled personal property in the event of a total covered loss. Assisted Living Care. Extend coverage to a relative in an assisted living care facility. This protection provides coverage for eyeglasses, hearing aids, dentures and more. Identity Theft. In response to the growing hazard of identity theft, you can now offer protection against expenses incurred to reclaim your customer s good name. * Coverages and features may vary by state. See your Hartford Sales Rep for additional information. 4 5

6 CONDO-OWNERS INSURANCE HO-6 Special Protection Packages Available for Condo Unit-Owners (HO-6) Policyholders* THE HARTFORD S SENTINEL GOLD COVERAGE HO-6 POLICY CONDO Business Property $2500 on premises, $5000 on premises, $500 off premises $500 off premises Claim Expense $250 per day $250 per day Actual Loss of Earnings Credit & Fund Transfer Cards $500 $10,000 Damage to Property of Others $1000 $1250 Debris Removal 5% of Coverage A; 10% of Coverage A; $1000 for trees $1000 for trees (up to $500 per tree) (up to $500 per tree) Fire Department Service Charge $500 $1000 Firearms $2500 $5000 (includes (loss by theft only) mysterious disappearance) Identity Theft Optional Coverage Optional Coverage Jewelry & Watches $1500 $5000 (includes (loss by theft only) mysterious disappearance) Lock Replacement Optional Coverage $750 Loss Assessment $1000 $5000 Loss Of Use 40% of Coverage C 40% of Coverage C Medical Payments to Others Selected Policy Limit Plus $1000 Money (includes SMART/stored $200 $500 value cards) Open Peril Contents Coverage No Coverage Included Personal Injury Optional Coverage Included Personal Liability Selected Policy Limit Plus $300,000 Personal Property Away from No Coverage $1000 Premises Caused by Flood or Collision (including earthquake) Refrigerated Products Optional Coverage $1000 Replacement Cost Contents Optional Coverage Included Replacement Cost Dwelling Not Available Not Available Replacement Cost Optional Coverage Optional Coverage Non-Building Structures Reward Not Available $1000 Securities $1500 $5000 Silverware $2500 $5000 (includes (loss by theft only) mysterious disappearance) Trailers $1500 $1500 Trees, Shrubs and Other Plants 10% of Coverage C; 10% of Coverage C; $500 per tree $500 per tree Unit Owners Special Coverage A Optional Coverage Included Water Backup & Sump Overflow Optional Coverage Optional Coverage Watercraft $1500 $1500 Watercraft Liability Outboard HP 25 HP 50 HP * Coverages and features may vary by state. 8 CLAIM INFORMATION Claim Reporting Made Simple An accident is a trying and sometimes traumatic experience for your customers. We know that as an agent, you often step in at these difficult times to smooth the process and ease the worry. To assist you, The Hartford provides three agent-only loss reporting options phone, fax and . And when you re not involved, customers have a 24/7, toll-free hotline. Additionally, The Hartford provides a range of services to ease the difficulty of recovering after a loss and hopefully make your job easier. Auto The Hartford s Auto Repair Network Auto Repairs Done Right One convenient option we offer your customers after an accident is access to The Hartford s Auto Repair Network. Instead of worrying about finding a dependable shop, your customers can rely on one of nearly 1,500 highly reputable network repair shops. Here s what the network offers: Shops are clean, safe and easily accessible. Shops maintain the most current repair technology. The Hartford guarantees the repair work for as long as your customer owns the vehicle. Customers get a $100 discount on deductible in many states. Satisfaction scores are consistently higher for customers who choose the network. Auto Glass Repair Hotline One Call to Report the Claim and Schedule Service A no-hassle option for glass-only claims is the Auto Glass Repair Hotline. The Hartford provides a network of more than 11,000 repair shops that your customers can access with one simple phone call and no paperwork. Repairs can be scheduled 24/7 and mobile service is available in many areas. Plus, we waive the deductible in many states when a window can be repaired rather than replaced. Rescue Dependable Roadside Assistance The Hartford s RESCUE provides access to emergency roadside assistance for all Hartford auto policyholders 24 hours a day/365 days a year. Rescue delivers access to thousands of service providers throughout the United States and Canada who are available to change a flat tire, unlock a door, jumpstart a battery, or provide gasoline. For policyholders with towing and labor coverage, there is no charge for normal emergency service. They pay only those charges above their towing and labor limits. Without towing and labor coverage on the vehicle, policyholders simply pay the operator for the service provided. 9

7 Claim Information continued BILLING SERVICES Property Contractor Connection Find a Contractor You Can Trust Homeowners who have experienced property damage may know the frustration of finding a suitable general contractor. The Hartford can provide a referral to an experienced, reputable general contractor. Contractors in the network are reliable professionals who agree to high service standards. The quality of their work is backed by a three-year workmanship guarantee. Plus they work with our adjusters to keep the quote and claim payment in alignment. Contents Pricing Team Shopping Assistance After Loss Because most contents losses involve numerous individual belongings, they can take considerable time and effort to evaluate. The Hartford staffs a team of contents specialists to ensure efficient processing. For many items, we even provide your customer with a list of Web sites where each replacement can be purchased for the price at which it was valued in the claim. Catastrophe Claims Capabilities Prepared for the Storm When a hurricane or other disaster hits and your customers lives are upended, The Hartford is ready to assist. We have a claim center in Aurora, IL, with professionals who are dedicated solely to dealing with catastrophic situations. They greatly improve the quality of our claim handling by focusing on a single event. The Hartford Emergency Claim Card Fast Emergency Cash When catastrophe strikes, customers need quick access to emergency funds for the basics like food and clothing. The Hartford Emergency Claim Card can be in the hands of customers and active within 24 hours of loss inspection. The card is secured by a personal identification number (PIN) and works like a debit card at most retailers. Our goal is to make it easy for you and your policyholders to do business with us. As part of our commitment to you, we offer many convenient direct billing options so you can focus on building and growing your business. Take a look at some examples of what The Hartford's billing system can do for you and your clients. Your Customers May: Choose their bill plan. Group multiple policies into one bill account and receive a combined bill. Select to regularly have a bill mailed to them or have their premiums automatically withdrawn from their bank accounts electronically. Request to change the bill day or the day automatic bank withdrawals are made. Obtain account information and pay bills by using our automated phone system, available 24 hours a day, 7 days a week. Obtain account information and pay bills by visiting our Web site. Payment Plan Options: 6 MO. PLAN % DOWN PAYMENT INSTALLMENTS AMT. BILL MONTH Full Pay 100% Not Applicable Not Applicable Four Pay* 25% 25% 1st, 2nd and 3rd month Five Pay* 20% 20% 4 consecutive months (Renewals Only) Monthly EFT 16.65% 16.67% 6 consecutive months 12 MO. PLAN % DOWN PAYMENT INSTALLMENTS AMT. BILL MONTH Full Pay 100% Not Applicable Not Applicable Two Pay* 50% 50% 5 months Four Pay* 25% 25% 2nd, 5th and 8th month Eight Pay* 12.5% 12.5% 7 consecutive months Eleven Pay* 16.7% 8.33% 10 consecutive months Monthly EFT 8.33% 8.33% 11 consecutive months 10 * Note: Repetitive EFT is available on these bill plans. 11

8 Billing Services continued THE HARTFORD S TECHNOLOGY SOLUTIONS Online Access via Electronic Business Center (EBC) Our EBC gives you online access with up-to-the-minute information regarding your clients whenever you want. Billing options on the EBC include: Agency Sweep Access sweep functionalities including enrollment, payment processing and sweep reports. Billing Inquiry, History & Future Installments get a snapshot of billing account status, transaction history, installment information, and more for your customers Personal Lines policies. Billing Invoice Copies get copies of your customer s bills online, the day after they are issued so you are prepared with the latest information to respond to their inquiries. Billing Status Report find the most current status of your customers policies and bill accounts which ones are overdue, recently paid, pending, transferred to collections, or cancelled. As a valued agency partner, we want to make it easy for you to do business. Our investment in technology demonstrates our commitment to provide you with automated solutions that empower you to do business quickly, easily and profitably. Electronic Business Center (EBC) The EBC is your direct connection to information you need, whenever you need it. Our EBC packs a powerful suite of sales and service tools that help you to do business with speed and ease. Sell, service and manage your business... all in one place! SELL Quote/Issue New Business Integrated MVR, Score, CLUE Home Rebuilding Calculator Lead Generation & Marketing Materials Underwriting Guidelines by State Commission Statements review your agency s monthly commission statements online. Additional billing forms/reference materials available are: Bill Fee Schedule a state-specific list of EFT, Service, and Late fees. Billing Guide an online guide for information about our flexible payment plans, fees, payment options, and more. Electronic Funds Transfer (EFT) Form the form to submit for signing up for repetitive EFT. New Business Deposit Form the form to submit with the insured s check. MANAGE Commission Statements Annual Incentive Bonus Program Agency Value Report SERVICE Real-time Endorsements Policy Copies Billing Services Claim Inquiry Agency Sweep Online Loss Reporting Forms Download Our Download Program frees you from spending a significant amount of time re-keying data into your agency management system. Policy Detail. Receive the most current issued policy data from new business, renewals, endorsements, cancellations and reinstatements electronically transmitted from our system to your agency management system. Commission Statements. Monthly commission statements for your direct bill accounts are sent to your system generally on the first work day of each month. You have the flexibility to reconcile, review or edit items or the complete statement before posting

9 The Hartford s Technology Solutions continued THE HARTFORD S MARKETING PROGRAMS The Policy Change Center The Policy Change Center is your solution for faster and easier policy service. Manage auto customers' policy changes through the EBC in real-time. Built by agents, the center is tailored to meet your needs with time-saving capabilities, including: add, replace, delete or change vehicles, drivers, and coverages quote "what if" scenarios and save them for later immediate confirmation on over 95% of changes view a Billing Breakdown, print ID Cards and forms, and more! All agencies, Customer Center and Traditional, can maximize the advantages of the Policy Change Center to help grow your business. New Business Quoting & Submission The Hartford supports multiple options for quoting new business, options designed around your workflow. Comparative Raters. Knowing the importance of accurate multi-carrier rating to agents, The Hartford worked early with the leading Comparative Rating Vendors to provide our products through their technology. Our Real Time integration with these partners provides you with point of sale pricing and underwriting decisions. Agency Management Systems. To maximize the return on investment and the value of customer data in your Agency Management System, The Hartford developed ExpressWay with the leading Agency Management System Vendors. ExpressWay is the fastest way to provide Real Time Auto & Home quoting from your management system. Quote existing customers, quote new customers, or use ExpressWay to consolidate business across carriers in less than half the time of traditional methods. QTI. The core of our quoting and submission tools designed specifically to match your workflows. QTI provides Real Time Auto, Home, and Umbrella quoting in one easy to use tool. There is no need to access separate systems for Underwriting Rules, Reports, or Billing. QTI allows you to quote a prospect, fully underwrite the risk, take a down payment, issue a Policy, and print the necessary forms for the Insured in one seamless efficient process. This process is enhanced by the pre-population of the Insured's Current Insurance Policy data in QTI, saving you up to 50% in quote processing time. 14 More Ways to Help You Market and Grow Your Agency Continually providing customers and agents with outstanding value and service is a top priority at The Hartford. To that end, we offer a variety of unique marketing programs that can help you build your book of business with profitable, new customers and retain your existing customers. imarket imarket is The Hartford s centralized, easy-to-use Web site that allows you to access a wide array of marketing and advertising materials from our Electronic Business Center (EBC). The ordering experience is similar to online shopping search, view, customize, add to cart and checkout! Through imarket, you can get: Marketing Materials View, download, or order marketing materials that describe The Hartford s Personal Lines products, programs, services, technology and other tools. Use them to build your business and retain existing customers. Co-Branded Advertising Let the power of The Hartford s brand work for you by co-branding your agency advertising with us. Within imarket you can: View and customize television, radio, print ads and direct mail pieces, as well as billboards. Customize marketing creative. Upload a target mail list from your agency management system or other source. Launch direct mail campaigns from your desktop. Boost your local marketing efforts by logging on to imarket today! Signage Program The Hartford is pleased to offer the outstanding benefit of our Personal Lines Agency Co-Branded Signage Program, which can help you make the most of The Hartford brand, better compete with captive agents and direct writers, and further build your business. Our co-branded signage program offers you: An array of pre-selected, Hartford-approved sign designs including exterior post and ground signs, door and window decals, and reception plaques. A countrywide network of professionals who will work with you for support and installation. A wide range of related services, such as project management, site surveys, permit acquisition, landlord approvals and design. 15

10 The Hartford s Marketing Programs continued Personal Lines Contacts SINGLE CONTACT NUMBER FOR AGENTS: To view designs and pricing, and receive an online quote, log on to the EBC, and look under the Sales & Marketing tabs within both the Personal and Commercial sections. HartfordMiles The HartfordMiles is an incentive program for Personal Lines Producers and CSRs of agencies appointed by The Hartford. It works much like a frequent flyer or credit card rewards program, earning Miles for more than one million exciting awards from our online catalog. To take part in periodic campaigns, Producers and CSRs must be licensed and appointed with The Hartford, have access to the Hartford s Quote-To-Issue (QTI) or Expressway systems and be enrolled in the HartfordMiles Program. To enroll, view our online catalog or redeem your Miles, visit: To learn about current HartfordMiles campaigns, contact your Personal Lines Sales Representative. FOR TRADITIONAL AND CUSTOMER CENTER AGENTS: The Policy Change Center is your one-stop solution for policy servicing. Did you know? Over 95% of auto endorsements can be completed in Real Time by using the Policy Change Center. You can service most customers auto and home policy change requests quickly in minutes from start to finish, leading to higher customer satisfaction and loyalty Simply log on to the EBC. FOR CUSTOMER CENTER AGENTS: Service for your Clients If you ve elected to join The Hartford s Customer Center Program, your clients can call toll-free and speak to a highly trained representative for all their service needs from 8:00 a.m. to 8:00 p.m., Monday through Friday, their local time. Interested in joining? Talk to your Sales Rep. HARTFORD DEPARTMENT Billing (check account status, make a payment, set up EFT) CONTACT NUMBER FOR AGENTS IVR (select option for billing) Mail to: THE HARTFORD P.O. Box 5556 Hartford, CT EBC (Electronic Business Center Help Desk & other technical support) https://ebc.thehartford.com Flood FLOOD ( ) Claims Submissions Contacts Loss Reporting Made Easy AGENT-ONLY REPORTING OPTIONS Phone: For faster processing, conference in customer Fax: Cover sheet required available on EBC Auto Glass: CUSTOMER-ONLY REPORTING NUMBERS Personal Lines: Commercial Lines: Online:

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Welcome to Harleysville Insurance Meet our Recognized as Good people to know in the markets we serve, Harleysville has gained prominence within the insurance industry with our long-standing record of financial

A Guide For Homeowners If you are ever sued, your standard homeowners or auto policy will provide you with some liability coverage, paying for judgments against you and your attorney's fees, up to a limit